You can configure a custom bot or a feedback bot to collect the end-user response to any question that you ask. Your phrasing of this question can incorporate any number of placeholders (variables) that you choose.   

  • Administrators prepare placeholders for use by their brand.   
  • Pay close attention to grammar and diction in sentences that incorporate placeholders. The actual output from a placeholder can cause the phrasing of a sentence to shift jarringly between:   
    • singular and plural  
    • past, present, and future tense  
    • casual and formal tone  
    • gendered and non-gendered framing  
    • or any other, opposing ways to express a thought  
  • We recommend that you use the "Bot Message" field to explain yourself and provide context for your question. Options that you choose from the Placeholders shortcut menu can help you to populate and personalize your message with values from:   
    • Helpshift system-default variables, such as {{user_name}} or {{issue_id}}.   
    • custom issue fields (CIFs) that your brand has defined for its own purposes.  
    • the received response to any API call that your bot submitted during any previous bot step.  

Permitted end-user response types are as follows, and you must choose one.  
  • text — End-user-supplied text.  
  • email address  
  • number  
    • End-user-supplied numbers can include decimal values.  
    • A number might identify an order or a shipment, for example, or cite the end-user's age (where your user policies may vary by age).  
  • date — Shows a date-picker, preventing any use of eccentric or unsupported date syntax.  
  • list of options — When the response type is a list of options, you must choose how the list becomes populated with its options:   
    • You can enter as many as 10 options manually.    
    • You can reuse options from a custom issue field (CIF) whose options are already defined.    
    • You can generate options from API responses, provided that a "Make an API Request" bot step precedes this bot step anywhere in the current bot's order of operations.  
  • yes/no  

Depending on which response type you choose, you can optionally, via a toggle:  
  • consume the end-user response as input that auto-populates a custom issue field (CIF) of your choosing.     

    For example, when you request an end-user's email address, you might naturally use their answer to populate a CIF that stores email addresses.    

    get information  from user — CIF
  • consume the end-user response as input that auto-populates a customer satisfaction (CSAT) survey comment in the end-user's name.
  • allow users to skip your request for information and proceed directly to the next bot step.

    get information from user — skip